How is first call resolution measured by Service Now?

[khenn]

I would like to know if Service Now measure and tracks first call resolution? What metrics does it use to calculate this? And does this come out of the box?

[Vincent Loffel1 · Accepted solution]

Hi Kevin,

On the incident table there is an integer field called reassignment count (this is ootb). If a ticket is reassigned it will be increased by 1.

So if a resolved incident has a reassignment count of 0 it is considered a first call resolution.

Cheers,

Vincent

[khenn]

Perfect, thanks for the information

Kevin Henn, Desktop Services Supervisor | 513.287.8730 | Khenn@gaig.com<mailto:Khenn@gaig.com>

[Eric K3]

Do you know what business rule/logic controls this incrementing of the reassignment count field?

[Jim Coyne]

There's a Business Rule on the Task table called "reassignment counter" that increments the counter:

Now that being said, the definition of "First Call Resolution" is not necessarily based on that field.   You can use it, but there's also a Metric called "First Call Resolution" on the Incident table.   The metric is created when the Incident is first saved.   The script checks to see if the record is active or not.   OOB, the only way the script results in a "true" value is if a new record is created, the State is set to "Closed" and then saved.   Problem is, only admins can do that OOB.   And you should not be closing tickets manually anyways.

Long story short, the OOB "definition" is just a suggestion, and not completely thought out.   Every company will be different.   Use the Metric script as a starting point.   I've seen variations based on the length of time before resolution (e.g. 2 business hours) and combinations of reassignment counts and length of time (allow one reassignment and within 2 business hours).